We are pleased to report that the few mission critical technical issues with HP Service Manager have now been resolved and we are ready to test the production environment.
The Plan:
The server administrators will be transferring data to the production environment this week and I will be finishing the Service Manager training for iCIT through the early part of March (the last training session is scheduled for March 8th). When the training is complete, the helpdesk will enter tickets in both HP Service Manager and MAGIC for a few days to ensure that everything is working correctly (categories, escalations, notifications, etc.).
Providing there are no major issues, ALL tickets will be entered into Service Manager beginning March 15th and entering tickets into Magic will be discontinued. Technicians may continue using Magic through March 30thfor previously entered tickets; however, on March 31st, all tickets in Magic will need to be resolved or transferred into Service Manager.
Modifications Needed:
A service called “Service Manager Modifications” has been created in Service Manager for any modification requests. Requests will be prioritized and tweaks to the system will continue following the go live date.
Other Area Involvement:
Training will be scheduled during the last part of March, early April for the College and Administrative Tech Liaisons who will also be using Service Manager. Once the Tech Liaisons have a good handle of the process and we have worked out any bugs, we will implement the self-service portion of Service Manager to the campus (before the end of the Spring semester).
There will be more information to follow. Please contact Lisa Rowland if you have any thoughts or concerns.